Job Description
Summary
To deliver exceptional customer service by accurately processing and authorising a wide range of client transactions—including complex and non-standard cases—within agreed service levels and financial authority limits. The role ensures compliance with regulatory standards and supports continuous improvement across the operation.
Key Responsibilities:
* Process customer transactions to agreed service levels and quality standards.
* Resolve escalations and complaints in line with area guidelines, ensuring Consumer Duty outcomes are upheld.
* Manage complex and non-standard transactions, including manual calculations.
* Ensure ethical handling of customer data in line with FCA regulations.
* Review and check work of others to maintain accuracy and integrity.
* Provide informal guidance and training to colleagues.
* Conduct independent quality and accuracy checks.
* Participate in service and process improvement initiatives.
* Support management team as needed.
* Maintain up-to-date knowledge of processes, products, and regulations.
* Meet agreed performance targets and maintain a personal development plan.
* Complete performance management documentation on time.
* Demonstrate key behaviours aligned with company values.
* Perform other duties as reasonably instructed.
Core Requirements:
Regulatory Compliance:
* Exercise due care and diligence in managing responsibilities.
* Uphold risk and business continuity practices.
* Comply with relevant regulatory regimes, including Consumer Duty, Data Protection, and Financial Crime Prevention.
Quality Standards:
* Aim for 100% accuracy and timely delivery.
* Plan and deliver services to meet customer expectations.
* Continuously review and improve processes and practices.
* Demonstrate integrity and proper conduct in all duties.
* Promote and embody a consistent quality culture.
EEO Statement / Non-agency Disclosure
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.